Latch Support Tool english

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User guide for the Latch Support Tool (LST)

Version 7.1 – November 2016

User guide for the Latch Support Tool (LST) V.7.1 – November 2016

of 15 2016 © Telefónica Digital España, S.L.U. All rights reserved.

TABLE OF CONTENT

1 Introduction ................................................................................................................ 3

1.1 General description of the Latch Support Tool ........................................................................ 3

1.2 Accessing the support tool ....................................................................................................... 3

2 Features of the support tool ........................................................................................ 4

2.1 Latch Users. User list ................................................................................................................ 4

2.1.1 Actions performed by the administrator .................................................................................... 5

2.1.2 Actions summary table ............................................................................................................... 7

2.2 Creation of operators ............................................................................................................... 9

2.3 Operators of the Latch support tool ....................................................................................... 11

2.3.1 Access by the operators ........................................................................................................... 12

2.4 Customize LST access .............................................................................................................. 13

3 Resources .................................................................................................................. 14



1 Introduction

1.1 General description of the Latch Support Tool

The Latch support tool enables service administrators to operate the latches of its users (that is, the administrators can lock or unlock services in the same way that users can). This will allow the administrators to act as if they were the user in many different situations.

This support tool has the added advantage of being managed securely and simply through a web portal. This reduces costs at an infrastructure, maintenance and resources level for the service administrators.

It has a wide variety of uses. For example, if a user loses their phone or it is stolen, the service administrator can lock access by a potential intruder. Another possibility is that if a user forgets their phone and the service that they need to access is locked, in such case the administrator can unlock it for them

Also, with this tool the administrator can extract information on each user's service usage. Among other things they will be able to:

Know which specific users have paired the service.

The lock and unlocks performed by each user.

When it was paired.

When the service was last accessed.

Create users on the tool that can perform these actions, as well as other users with lesser

privileges.

1.2 Accessing the support tool

To access the support tool the administrator should access Latch with their username and password (https://latch.elevenpaths.com/developerArea), and then tap the “Support Tool” button of the available application.

Each application is independent from the others and has its own support tool.

01-Access to Latch Support Tool (LST) in the WordPress Service application.

https://latch.elevenpaths.com/developerArea



2 Features of the support tool

The tool includes various features that are listed below.

2.1 Latch Users. User list This is the most important feature of the tool; initially it will display a table with a list of users that are using Latch with the service.

Each user is represented by a row and is identified by a unique AccountId (account identifier), which is simply a set of characters that distinguishes them from the other Latch users. Next to the AccountId, the pairing date and the last application access date are displayed. In the last row a button is displayed, through which a new window can be accessed with the details of that user's actions.

02-WordPress Service users paired in Latch.

These details include a section that allows the administrator to interact with the user service status, as if they were the user. Additionally, there is a summary table that displays information on Latch usage with the service.

03-List of actions performed in the user latches 8a58a61205492ea0024bb7f…



2.1.1 Actions performed by the administrator From the details window, the administrator can view how the user has set up their application status (and operations if any) and modify such statuses for a variety of reasons.

2.1.1.1 Locking and unlocking a user's entire service

In the details window a button displays at the top that allows the administrator to change the applications status, making it possible to lock or unlock the entire service of each user.

04-Account lock by the administrator.

Each user will be able to view administrator actions from their Latch app, since such actions will be highlighted in bright orange. The user may in turn manage the statuses of their Latch application, changing them again if they prefer.

05-Orange highlighting of the actions performed by the service administrator.

06-Option to deactivate the status imposed by the service administrator.

Each one of these changes will be displayed on the previously mentioned summary table.



2.1.1.2 Locking and unlocking operations from a user's service

If operations are added to the application, these can be managed from the same window through the "Operations" button. The service administrator can view the operations included in its service, and will be able to change their status by locking or unlocking these for each user.

07-"Publish" operation lock by the administrator.

The changes in the operations will also be highlighted in the user app using the mentioned orange color.

08-Service that includes an operation modified by the service administrator.

09-Operation modified by the service administrator.

Changes to the statuses of the operations can be made at the request of the user or for the administrator's reasons.



2.1.1.3 Reasons that the administrator may change a status

The cases that require the administrator to change the status of a service or an operation are very diverse, and may simply be due to problems with the user or the service itself that makes it momentarily necessary for it not to be used. These cases include:

Loss of the user's phone.

Theft of the user's phone.

The user is unable to access the internet on their phone to change the status of the

operation.

Etc.

2.1.2 Actions summary table In addition to being able to interact with the service statuses, the administrator may view a table with the Latch usage history of the user. This table displays each change made to the service and its operations with Latch in detail.

This includes any action causing a change to the service or operation status ("Lock" or "Unlock"), or that may occur at a later point (configuring an "Autolock" or "Schedule a lock").

For example, if an "Autolock by time" is set for 5 minutes, a new entry will be created to indicate this. After those 5 minutes (when the lock itself has been completed), another new entry will be created, which will indicate that the service is locked.

10-Autolock by time on the app. 11-Autolock by time on LST.

The data included on this table can be ordered according to any of its fields, and its content is as follows:

Date: Indicates the date and time in which an action occurred that changed the service

status or that may change it in the future.



Origin: Indicates the source of the entry on the history record. Meaning what or who

defined the status of that action. The possible values are:

o User: The user established the action from their mobile device app.

o Developer: The administrator established the action from this support tool

o Status Request: This is displayed when there has been an access attempt to the

service or operation, regardless of whether or not it was successful.

Operation: Indicates the operation on which the action has been performed, this may

indicate the name of an operation or the name of the service itself. If the service

administrator eliminates an operation or the operation does not have a defined name it will

display the text "The operation doesn’t exist".

Action: Indicates what type of action is modifying or will modify the operation status. Its

possible values are:

o Autolock: An "Autolock by time" has been established for the operation or service.

o Status: Refers to a "Lock" or "Unlock" action. It can also be displayed if a "Scheduled

Locked" is established and the operation or service is unlocked.

o From: If the operation or service is locked because a "Scheduled Locked" had been

established this will list the lock start time.

o To: If the operation or service is locked because a "Scheduled Locked" had been

established this will list the lock end time.

o Two factor: Displays whether the operation or service has the "One-Time password"

activated.

12-Actions in the app. 13-Actions in LST.



Previous: Indicates the previous value of the operation or service. This data may vary

depending on the previously established action. The following data may be displayed:

o Locked.

o Unlocked.

o None: This is the initial value of a service or operation, since it has still not been

modified and there is no previous data to display.

o A numeric value: Appears when an "Autolock by time" has been defined. Indicates

the lock duration in minutes.

o A date and time value: Appears when a "Scheduled Locked" has been updated, the

value is in UTC format.

o Scheduled: Appears when a "Scheduled Locked" has been defined.

New value: Indicates the current value of the operation or service. This may be the most

relevant data for the administrator. The possible data are those indicated in the above point.

14-Possible values of the statuses of the services or operations.

The upper portion of the table will display a form for defining the dates between which the table should display data. Additionally, the administrator will have the option to update the data from it since the user can modify the status of the operations and services at any time.

2.2 Creation of operators From the window that opens upon clicking the "Create operator" button, the administrator can create operators to access this support tool, they will simply need to add the email address of the operator and a password to access the tool. Additionally, they should indicate the name and surname of the operator, and may optionally include their telephone number. This data will later be shown on the tool itself.



15-Creation of a new operator.

The operator in turn should access their email account and activate their LST account.

16-Email activation.

When the operator has activated their account, it will appear on the list of available operators. However, they will not be able to access the tool until an operator with an administrator profile activates their status on it, (see Activate/Deactivate operators).



2.3 Operators of the Latch support tool There can be as many operators on the tool as the administrators want. In the previous section we saw how to create operators.

From the "LST Operators" window, operators with an "Administrator" profile can view a table with the different existing operators. Such table also shows the following data:

User name: The Latch of each operator is identified with an email address, therefore the

address refers to the operator.

Names and surnames: Indicates the data included when creating the username. It is

possible to modify this information by tapping on it.

Profile: Displays the role or profile held by the operator. According to this they may perform

different actions. The available profiles are:

o Administrator: This is the main profile that permits user operation and service

status changes. It can also create new operators or modify their profile, this simply

involves tapping on the profile name and then on a dropdown menu they will select

the profile that will be held by that operator. This change will be applied instantly.

o Modify: Permits user operation and service status changes. It may be used for

operator creation but does not have access to the operator list.

o Read only: It may only be used to view operations and services but not to modify

their status. It may be used for operator creation but does not have access to the

operator list.

17-Operator profiles.

Telephone: Indicates the phone number that was provided when the operator was created.

IP: Displays the IP from which the operator is accessing.

User-Agent: Displays the application from which the operator is accessing.

In addition to these data, at the end of each record on the table there are also three buttons:

1. Activate/Deactivate operators: This is a green button through which administrators can

activate or deactivate operators. Until an operator has been activated they will not be able

to access the support tool, regardless of their profile.



2. Delete operators: This is a red button with an X, through which operators can be deleted. Only users with an administrator profile may delete operators. An administrator can delete any operator except for themselves.

3. Actions of the operators: The last button acts to display the actions performed by each one of the operators using the tool. Only users with an "Administrator" profile may access this information.

18-Buttons of each operator.

2.3.1 Access by the operators The new operators can access LST through a URL provided by the administrator. That URL is the tool itself, that is, it is the same tool that appears when the administrator accesses the LST.

19-Access to LST by an operator.

Although they may have such URL, an operator can only access it if an administrator has previously activated them using the mentioned green button (see Activate/Deactivate operators).



2.4 Customize LST access Each operator, (regardless of their role), may modify the access password that was initially provided to them by the administrator, and they may also have the option to pair this support tool with the Latch account installed on their mobile device. This measure adds a layer of security to accessing this tool, and ensures that no intruder can impersonate you and modify the service statuses of your users. (see Resources for more information).

20-Access to Latch in order to manage access to the tool.



3 Resources

For more information about how to use Latch and testing more free features, please refer to the user guide in Spanish and English:

1. Guía del usuario de Latch con Nevele Bank. 2. Latch user´s guide for Nevele Bank.

You can also access the following constantly expanded documentation:

Manuals in Spanish and English for integrating and using Latch with the available plugins, at the Latch website and via the ElevenPaths Slideshare channel.

Videos with subtitles in Spanish and English for integrating and using Latch with the available plugins on ElevenPaths' YouTube and Vimeo channels.

Manuals for integrating and using Latch in the organizations that have already implemented it (Movistar, Tuenti, UNIR, USAL, etc.), at the Latch website and via the ElevenPaths Slideshare channel.

Information about Latch API at the Latch website.

https://latch.elevenpaths.com/www/public/documents/howToUseLatchNevele_ES.pdf

https://latch.elevenpaths.com/www/public/documents/howToUseLatchNevele_EN.pdf

https://latch.elevenpaths.com/www/developers/resources

http://es.slideshare.net/elevenpaths

https://www.youtube.com/playlist?list=PLwRVFywsfVOClvH-W5jvgOuRu9WXHlBmf

http://vimeo.com/channels/830801

https://latch.elevenpaths.com/www/where.html

http://es.slideshare.net/elevenpaths

https://latch.elevenpaths.com/www/developers/doc_api



The information disclosed in this document is the property of Telefónica Digital España, S.L.U. (“TDE”) and/or any other entity within Telefónica Group and/or its licensors. TDE and/or any Telefonica Group entity or TDE’S licensors reserve all patent, copyright and other proprietary rights to this document, including all design, manufacturing, reproduction, use and sales rights thereto, except to the extent said rights are expressly granted to others. The information in this document is subject to change at any time, without notice.

Neither the whole nor any part of the information contained herein may be copied, distributed, adapted or reproduced in any material form except with the prior written consent of TDE.

This document is intended only to assist the reader in the use of the product or service described in the document. In consideration of receipt of this document, the recipient agrees to use such information for its own use and not for other use.

TDE shall not be liable for any loss or damage arising out from the use of the any information in this document or any error or omission in such information or any incorrect use of the product or service. The use of the product or service described in this document are regulated in accordance with the terms and conditions accepted by the reader.

TDE and its trademarks (or any other trademarks owned by Telefonica Group) are registered service marks.

PUBLICATION:

November 2016

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At ElevenPaths we have our own way of thinking when we talk about security. Led by Chema Alonso, we are a team of experts who are passionate about their work, who are eager to redefine the industry and have great experience and knowledge about the security sector.

Security threats in technology evolve at an increasingly quicker and relentless pace. Thus, since June 2013, we have become a startup company within Telefónica aimed at working in an agile and dynamic way, transforming the concept of security and, consequently, staying a step ahead of our attackers.

Our head office is in Spain, but we can also be found in the UK, the USA, Brazil, Argentina and Colombia.

If you wish to know more about us, please contact us at:

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